The London Contact Centre Forum
In October 2010 "The London Contact Centre Forum" was formed, to provide a regional Operations user group for London, which is home to 350+ Call/Contact & Customer service centres. For more than a decade Contact Centre professionals throughout the world have benefited from forums dedicated to the sharing of good practices and knowledge.
The most effective networks have a regional focus, providing frequent opportunities to discuss key challenges and identify solutions. Whilst National Bodies will always remain important they are often unable to provide these localised networking events in the desired format or frequency.
The"London Contact Centre Forum" has been created in response to a growing demand for such a network in the region, allowing operational managers to meet formally with their peers, review and discuss key challenges and hear how other organisations are responding to business demands.
Over the next 12 months a series of 4 regional networking meetings will take place, either at a members contact centre or conference locations in or around London. Keynote speakers will deliver presentations that will stimulate debate and discussion, supported by Workshops, Case Studies,Think Tanks & One to One meetings focused on "Hot Topics" from our sector.In addition to the networking meetings, we will also be organising an annual conference and exhibition, culminating in a Black Tie awards ceremony, recognising the achievements of individuals and companies within London.
Hot Topics Covered
- Leadership & Management within Call/Contact & Customer Service Centres
- Team Leader Selection & Development
- Reward & Recognition
- Call Recording
- Induction Programmes
- Recruiting & Retaining Generation Y
- Retaining Talent
- Home workers
- Telephone Self Service
- Measuring Customer Satisfaction
- Customer Insight
- Workforce Management
- Employee Engagement
Each networking meeting will be conducted in the Morning; and will consist of 3 Guest speakers delivering presentations of no longer than 30 minute duration, allowing the opportunity for Q & A, workshops and roundtable debates. Our Host member will then deliver a presentation outlining how they deliver excellant customer service, their resources, technology and management style and call volumes and stats, culminating in a 'site tour' of their facility.
We do hope you find the format of our meetings of interest and will entice you and your colleagues to attend. We welcome your suggestions on topics that you would like us to cover in our meeting so please email me. We look forward to meeting you at our next regional forum meeting.
Trevor Butterworth - Events & Membership Manager